Technical Support Specialist

Job#: 2040275

Job Description:

• Providing telephone, video call, email, Chatter and other means of warewashing and water filtration/softening technical support to the client Sales and Service organization.
• Routine call coverage on all levels of complexity, providing mid-to-high level technical consultation for all Call Center staff members for at least one client Core Competency.
• Contribution to new systems development, launch and quality improvement teams.
• Where required, provide on-site technical support and problem solving.
• Prompt preparation and special reports, and transfer of follow-up information via email, US mail or phone.
• Utilize the Auto Call Distribution system and Call Log system to monitor equipment/product offerings, reporting to the appropriate system/product program leader on issues.
• Compose technical support literature such as SOPs, Technical Service Bulletins, and Technical Digest articles.
• Represent  client as a tour host at R&D, and on corporate account informational visits to customer locations, as needed
• Completion of special project assignments.
• Development of training materials, and training of phone room staff.

• Call center support via phone, email, video or other                    70%
• Follow-up communications and consultation                                15%
• Special projects and team participation                                         10%
• Training materials development and staff training                          5%

• Bachelor’s degree OR equivalent work experience is acceptable. 
• Minimum of 3 years work experience in a technical role such as client Territory Manager, client Route Manager, Electrical, Plumbing, Electronics, Lab Technician, Chemistry, Microbiology, Food Sanitation

• Demonstrated thorough knowledge of electrical wiring, and plumbing
• Demonstrated strong written and oral communication skills
• Demonstrated attention to detail and problem-solving skills
• Demonstrated knowledge of clients cleaning and sanitation products, and advance knowledge of clients equipment design, function and installation procedures
• Self-Motivated, able to work proactively and independently in a fast-paced environment
• Experience with client or competitive warewashing, cleaning and sanitation product line sales or service organization.  Typical candidates would have performed as a field service technician for client, an equipment manufacturer or as Sales Representatives for a technically oriented company.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.